Understanding Conversation Topics and Analytics
Convi automatically categorizes and analyzes your customer conversations to help you understand what your customers are asking about most. This insight allows you to improve your AI's performance and make data-driven decisions about your store.
In this article
How Conversation Topics Work
Every conversation that takes place through your Convi widget is automatically analyzed by the AI. Based on the content of the conversation, the AI assigns one or more topics to it. This allows you to quickly see the main reasons why customers are contacting you.
ℹ️ Note: A single conversation can have multiple topics if the customer discusses different subjects. |
Viewing Conversation Topics in Analytics
You can find the Conversation Topics analysis in your Analytics dashboard. To get there, navigate to Analytics from the main sidebar.
The Conversation topics section features a donut chart that visualizes the distribution of topics across all your conversations for the selected date range. The exact topic categories are:
Product & Catalog
Returns & Refunds
Payments & Billing
Shipping & Delivery
Store Information
Contact & Support
Other
Leveraging Topic Insights
Understanding your conversation topics is the first step to improving your customer support and your store's performance. Here are a few ways to use these insights:
Identify Knowledge Gaps: If you see a high volume of conversations in a specific topic, it might indicate a gap in your knowledge base. For example, a lot of questions about "Shipping & Delivery" might mean you need to create a more detailed shipping policy page and add it to your Convi knowledge base.
Improve Your Website: High traffic for "Store Information" could mean that information is hard to find on your website. Consider making your contact page, FAQ, or return policy more prominent.
Optimize AI Abilities: If you see many conversations about topics that could be handled by an AI ability, make sure that ability is enabled and configured correctly.
💡 Tip: Regularly check your conversation topics to stay on top of customer trends and proactively address common questions. |
Related Articles